Mortgage Customer Service Manager - Growth & Ops Lead

First American Financial Corporation; Fort Mill (SC); Remote; USD 67,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k)

PTO / paid sick leave

Employee stock purchase plan

Job summary

First American is seeking a seasoned leader to manage a team of Customer Service Representatives in a mortgage servicing environment. You will oversee a group handling inquiries via telephone, email and other channels, ensuring high-quality service and adherence to policies and KPIs.

Responsibilities include supervising supervisors, managing staffing and budgets, and delivering performance reports to senior management.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5-7 years of experience in customer service.
• 3-5 years demonstrated management experience in mortgage operations.
• Strong leadership and communication skills.

Responsibilities

• Supervises a team of customer service representatives and first-line supervisors.
• Monitors performance across calls, inquiries, and escrow-related requests.
• Develops and enforces policies, procedures, and information flow.
• Prepares management reports on department performance and metrics.
• Participates in budget planning and staffing decisions.
• Directs HR activities including hiring, training, and staff development.

Skills

Project management

Leadership

Communication

Cross-functional collaboration

Change management

Education

Bachelor's degree

Job description

First American is seeking a seasoned leader to manage a team of Customer Service Representatives in a mortgage servicing environment. You will oversee a group handling inquiries via telephone, email and other channels, ensuring high-quality service and adherence to policies and KPIs.

Responsibilities include supervising supervisors, managing staffing and budgets, and delivering performance reports to senior management.